Storage Farringdon Complaints Procedure
Storage Farringdon aims to provide a reliable, professional and courteous service for all customers using our storage and removal services. If something goes wrong, we want to know about it so we can put matters right, learn from the experience and improve the way we operate.
This complaints procedure explains how you can raise a concern, how we will respond, and the steps we will take to resolve issues fairly and efficiently.
Purpose of This Complaints Procedure
The purpose of this procedure is to set out a clear and accessible process for customers who are dissatisfied with any aspect of our service. This may include issues relating to storage facilities, handling of goods, removal and transport services, customer service, billing, or contractual matters.
We are committed to treating all complaints seriously, dealing with them consistently and responding within reasonable timeframes. We will always aim to resolve complaints at the earliest possible stage.
What We Class as a Complaint
A complaint is any expression of dissatisfaction about our services from a customer or their authorised representative, where a response or resolution is explicitly or implicitly expected. Examples include concerns about:
Quality or reliability of removal and storage services provided
Condition or handling of goods placed in our care
Accuracy of information provided prior to booking
Conduct or attitude of staff, drivers or contractors
Invoicing, charges or payment arrangements
Delays, missed appointments or communication issues
We encourage you to raise any concern as soon as possible so we can investigate while events are still recent and information is readily available.
How to Make a Complaint
You may raise a complaint verbally or in writing. We recommend putting your complaint in writing wherever possible, as this helps us fully understand the issue and respond more clearly.
When submitting a complaint, please provide:
Your full name and any reference details relating to your booking
Dates and times related to the issue (for example, collection or delivery dates)
A clear description of what happened and why you are dissatisfied
Details of any staff or teams involved, if known
Any supporting information you think is relevant, such as images or inventory notes
What you would consider a reasonable outcome or resolution
We will acknowledge complaints made verbally and invite you, where appropriate, to provide a brief written summary so that there is a clear record of your concerns.
Stage One: Initial Handling and Acknowledgement
At the first stage, we aim to resolve most complaints quickly and informally. Your complaint will usually be handled by the team member or manager most closely connected with the service involved, such as our storage office or removals coordination team.
We will:
Acknowledge your complaint and clarify any points that are unclear
Confirm that we are investigating and who is responsible for dealing with it
Gather information from relevant staff, teams and any third parties involved
Attempt to provide a full response within a reasonable timeframe, normally within 10 working days
If the matter is complex and we need more time to investigate, we will let you know and provide an expected timescale for our full response.
Stage Two: Escalation and Review
If you are not satisfied with the outcome at Stage One, you may request that your complaint be escalated for a further review. This should normally be done within 14 days of receiving our initial response, and you should set out why you remain dissatisfied and what outcome you are seeking.
At this stage:
Your complaint will be reviewed by a more senior manager who has not previously handled the matter
We may ask for further information or clarification to ensure we understand your concerns
We will review all relevant documentation, communications and actions taken so far
We will aim to issue a final written response within 15 working days of escalation, or explain if more time is required
Our Stage Two response will explain our findings, any actions we will take, and the reasons for our decision.
How We Aim to Resolve Complaints
Depending on the nature of your complaint and our investigation, possible outcomes may include:
A clear explanation or clarification where there has been a misunderstanding
An apology where service has fallen below our standards
Corrective actions to put things right, where this is practical and reasonable
Improvements to our procedures, communication or staff training
Consideration of appropriate goodwill gestures in line with our policies
Where complaints concern alleged loss or damage to goods in storage or during removal, we will review the circumstances carefully and consider the terms and conditions of our service and any applicable insurance arrangements.
Your Responsibilities When Making a Complaint
To help us deal with your complaint fairly and promptly, we ask that you:
Raise issues as soon as reasonably possible
Provide accurate, relevant and complete information
Communicate in a respectful and constructive manner
Allow us reasonable time to investigate and respond
We reserve the right to withdraw from or limit communication where a complainant behaves in a threatening, abusive or persistently unreasonable manner. However, we will always seek to resolve legitimate concerns wherever possible.
Confidentiality and Data Protection
All complaints are handled in line with our data protection obligations. Information relating to your complaint will only be shared with staff or third parties where necessary to investigate and resolve the matter. We may use anonymised information from complaints to monitor performance trends and improve our services.
Monitoring and Continuous Improvement
Storage Farringdon views complaints as an important source of feedback. We periodically review complaints received, looking for patterns or recurring issues that indicate where we can improve our storage operations, removals processes, staff training or customer communication.
By following this procedure, we aim to resolve concerns fairly, maintain transparent relationships with our customers, and continually enhance the quality and reliability of our storage and removal services.
